Manager - Technical Support

Job Summary

The Technical Support Manager is a senior position within the Granicus Technical Support organization.

As a functional leader you will be responsible for all aspects of team leadership within the

• Technical
• Support

Team: from recruiting, coaching, performance management and service delivery.

We run a 24/7/365 operation and you will be responsible for ensuring staffing across phone, chat, portal and email channels across our worldwide locations.

As an experienced team builder, you will be tasked with partnering with our product, engineering and implementation teams to solve customer problems and champion a world‑class customer experience.

You will also be interfacing with clients regularly, by dealing with customer escalations quickly and efficiently and gathering input on their support experience to help address any concerns or challenges they might have and driving positive change to alleviate those concerns.

You will be expected to initiate and drive strategic initiatives within your own team and champion them across the wider Technical Support worldwide team, therefore your skills and experience with driving positive transformational change and efficiencies is a key aspect of this role.

You will also be responsible for tracking top trending customer issues, reporting on trends and presenting findings to senior and executive leaders and making recommendations to further enhance our overall customer experience.

• What Your Impact Will Look Like
• Be responsible for recruiting, hiring and training technical support teams across our worldwide locations
• Establish and set work schedules for a vertical suite of products and ensure coverage is met in accordance with contractual obligations
• Coach team members and foster a culture of inclusion and commitment to personal and professional growth
• Conduct performance reviews, drive incentive plans whilst effectively and proactively managing top performers and underperforming individuals
• Devise and document, initiate and execute strategic improvement plans within your team and work with other business managers and key stakeholders to ensure rollout across other teams where appropriate.
• Take responsibility for providing time critical updates via our status page and support portal for critical incidents, maintenance windows or product releases.
• Direct responsibility for driving delivery against KPI’s such as time to respond, time to resolve and customer satisfaction
• Lead by example; take responsibility for escalations with clients and accounts and effectively de‑escalate situations and commit to delivering a successful resolution
• Assist the cross functional team to integrate new company acquisitions into standard support processes
• Identify reporting needs for the organization and work with the Business Systems Team to provide reliable, accurate reporting to meet business requirements
• Arrange your team to provide timely updates to internal and external documentation, including processes and training resources.
• Serve as on‑call (24/7) Client Communications Manager during critical incidents/service disruptions (rotates).
• Collaborate with technical teams to ensure client impacting maintenance and non‑product release updates are communicated in a timely, effective manner.
• You Will Love This Job If You Have
• 5+ years direct leadership experience working in a client facing/technical support environment, preferably in a Software as a Service/technology environment
• Ability to maintain a calm demeanor in a fast‑moving environment
• Strong time management skills and ability to effectively prioritize tasks in line with business requirements
• Ability to address issues with staff using empathy, humility and tact
• Strong recruitment selection skills and willingness to assist other managers in their hiring process for resume reviews and panel interviews
• Direct experience of HR processes such as grievance, PIP and dismissals
• Strong history of working cross‑functionally to identify opportunities for improvement and implementing those positive changes
• Excellent verbal and written communication skills, both internally and client facing
• Experience de‑escalating clients or situations, providing clear and actionable paths to overcome disagreements or issues
• Experience with back‑end systems such as Salesforce Service Cloud, Jira etc.
• Experience creating/editing reports using tools such as Salesforce, Power BI etc.
• Experience with multi‑channel contact centers, such as chat, phone, email, portal, etc.
• Familiarity with Agile development methodology
• Certifications such as IT Infrastructure Library (ITIL) Foundation, Microsoft Certification, AWS Certification, Comp TIA+ desirable.
• Pay Range
• Security and Privacy Requirements
• Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
• Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
• The Benefits

At Granicus, we offer a comprehensive and flexible benefits package designed to support your well‑being, growth, and work‑life balance—starting from day one. Here’s what you can expect as a U. S.-based team member:

• Flexibility & Balance
• Flexible Time Off – Take the time you need to rest, recharge, and live your life.
• Company‑Wide Wellbeing Days – Paid days off to unplug and focus on your mental health.
• Work From Home Reimbursement – Support a productive home office environment.
• Health & Wellness
• Multiple Health Plan Options – Including a 100% employer‑paid plan.
• Employer HSA Contributions – When enrolled in a High‑Deductible Health Plan.
• Fitness Reimbursement Program – Stay active, your way.
• On‑Demand Mental Health Support – Access to Headspace and other wellness tools.
• Family & Future
• Paid Parental Leave – For both birthing and non‑birthing parents.
• Traditional & Roth 401(k) – With a generous company match.
• Life & AD&D Insurance – 100% employer‑paid coverage for peace of mind.
• Growth & Recognition
• Online Learning Platforms – Fuel your professional development.
• Competitive Salary & Bonuses – Your contributions are valued and rewarded.
• Equal Opportunity Employer

Granicus is committed to providing equal employment opportunities.

All qualified applicants and employees will be considered for employment and advancement without regard to race, color, religion, creed, national origin, ancestry, sex, gender, gender identity, gender expression, physical or mental disability, age, genetic information, sexual or affectionate orientation, marital status, status with regard to public assistance, familial status, military or veteran status or any other status protected by applicable law.

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